Hi, I am Sandy and I look forward to help you today with the best answer possible.I'm sorry about the issue.Optional Remote Connect Service - Quick Resolution:Would you allow me to take remote control of your computer and fix all the issues quickly as per your permission while you stay in front of it. It is 100% safe and secure.Remote support can save a lot of time if you are not comfortable with performing steps yourself.Remote access is an optional additional service($5 only) offer regardless of how long it will take me to fix the problem. It is safe as you will be watching your screen and we can chat right there, and it will be a faster mode of help. Click on "Get Extra Help" (Usually written with an orange background).Visit this website:www.join.meClick “Start Meeting” on that page and download and run this file.You will get a pop up on top of the screen.That pop will show you a 9 digit number. Please tell me about this 9 digit number.We have an A+ rating with the Better Business Bureau website:http://www.bbb.org/greater-san-francisco/business-reviews/professional-services-general/justanswer-in-san-francisco-ca-82403